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mySQM™ - Knowledge Builder​

mySQM™ FCR Insights Knowledge Builder is a searchable library of CX Essentials soft skills, social styles, and validated best practices for improving and providing great CX.

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CX Soft Skills

Proven essential CX soft skills for resolving calls and providing a positive CX.

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Social Styles

Information that CSRs can use to be more flexible in interacting with different customer social styles.

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Best Practices

Validated people, process, and technology practices for improving FCR and CX.

Knowledge Builder Library

mySQM™ FCR Insights software Knowledge Builder helps contact centers share information internally. This intuitive search tool is designed to answer frequently asked questions and be an online tutorial for improving or providing great CX. The Knowledge Builder feature brings the right knowledge to the right people at the right time to improve CX by providing a searchable library on CX soft skills, social styles, and validated CX best practices. This content can be used from the CSR to the contact center level. In a single platform, this brings VoC performance data and a great, searchable content library to provide suggestions on how a CSR or contact center can improve CX performance.

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Great CX Improvement Content

Backed by over 20 years of CX research and consulting data, the Knowledge Builder feature provides intuitive and searchable insights to CX soft skills, social styles, and validated CX improvement best practices. The Knowledge Builder provides great CX content and insightful suggestions for improving and providing great CX.

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All-In-One Platform

In a single platform, the Knowledge Builder brings VoC performance data and a great, searchable content library to provide suggestions on how a CSR or contact center can improve CX performance.

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User-Friendly

SQM is continually updating and maintaining all the great CX content, so you don't need to. The CX content is specifically designed with contact center employees in mind. It is intuitive and user friendly so that users can action the insights to improve and provide great CX performance.

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